Customer Success Manager II

About the role

About DealerOn: We are an online marketing company providing website and agency services to automotive dealerships across North and South America. We are known for our cutting‑edge products that streamline the car buying process and provide an experience both shoppers and dealers love. Our business model is working: we were recognized on the Inc. 5000 list of fastest growing companies six years in a row, expanding to over 30 manufacturer relationships, and over 5,000 dealer partners. We are proud of what our company has done, and it’s all due to the talented and diverse team we’ve been lucky enough to assemble.

Responsibilities

• Manage customer accounts across multiple OEMs
• Provide monthly product review (MPR) reporting and optimization recommendations to improve all aspects of the customers’ websites, utilizing the Specific OEM (i.e., FORD/Lincoln) MPR Deck to ensure all Service level agreements (SLA) are met
• Work with customers to analyze and review their digital performance in detail
• Complete website edits, and troubleshoot various issues or concerns to ensure that response and resolution service levels are met
• Ensure strategy and customers’ KPIs (key performance indicators) are communicated, understood, and implemented by cross‑functional teams
• Understand the customers’ business goals to anticipate future needs
• Prioritize, triage, and communicate resolution on escalated customer issues and requests
• Manage multiple accounts simultaneously, tracking the status of each project, and updating all stakeholders
• Assist business leads in driving customer retention and identifying business growth opportunities
• Work alongside support roles to assist with case management and ensure that response and resolution service agreement levels are met
• Complete various tasks assigned by leadership such as OEM project asks
• Assist in updating and creating knowledge base articles for the team on a consistent basis

Requirements

• Bachelor’s degree or equivalent experience
• Google Analytics Certified
• 2+ years of account management and/or dealership experience
• Dependable, follows instructions and takes initiative to solve problems
• Strong ability to work with cross‑functional teams in a complex, always changing environment
• Ability to react quickly and multi‑task to meet changing department priorities
• Ability to de‑escalate customer concerns and provide the best resolution for both the customer and DealerOn
• Proficient knowledge of MS Office Suite (Word, Excel, Outlook) and Salesforce Service Cloud
• Ability to think critically and contribute to improving team processes
• Capable of working effectively as part of a team, but also taking independent initiative

Skills

• Demonstrated experience driving increased customer satisfaction and loyalty, measured through customer retention and client satisfaction scores.
• Experience coordinating online marketing strategy with other key business partners internally and externally
• Knowledge of SEO, SEM, JIRA, CRM (Customer Relationship Management), and Salesforce
• 2+ years of automotive experience

Pay

The targeted salary for this position is $62,500. The posted salary for this position may be adjusted based on job‑related factors permitted by law, such as experience and training; internal pay equity; licensure and certifications; market factors; departmental budgets; and responsibility.

Schedule

Ability to work various shifts including evenings and weekends.

Benefits

• Medical, dental and vision insurance
• Company matched 401K plan
• Flexible PTO + Sick Leave
• 6 weeks paid Parental Leave
• 8 Paid National Holidays
• Company‑paid basic Life Insurance
• Voluntary supplemental Life Insurance
• Voluntary long‑term/short‑term disability insurance
• Voluntary Pet Insurance
• Optional Healthcare/Dependent Care FSA Account

This position is open to US residents only.